Technical Support Ops Manager 


We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves and build a better world -- together. At Ford, we’re all a part of something bigger than ourselves. Are you ready to change the way the world moves? 

In this position... 

The Northeast Technical Support Operations Manager will oversee and lead the Technical Field Operations team in the New York and Boston regions. This role is pivotal in representing Service Engineering Operations within the assigned market area, ensuring that dealership service capabilities are optimized, and that technical support is delivered efficiently and effectively.

What you'll do...

 

•Leadership & Representation:

-Lead and manage the Technical Field Operations team in the Northeast, focusing on enhancing service capability and efficiency.
-Act as the primary representative for Service Engineering Operations in the New York and Boston regions, establishing a strong presence and building trust with stakeholders.
-Maintain strong working relationships with local Regional Management, ensuring alignment and consistency of purpose with dealership operations.
-Act as a liaison to facilitate communication and collaboration between various stakeholders.

•Dealer Support & Service Excellence:

-Guide the field team in supporting dealerships to improve service performance, focusing on "Fix It Right the First Time" initiatives and repair accuracy.
-Respond promptly to dealer requests for technical assistance, engineering support on product launches, and quality initiatives, using a process and metric-driven approach to ensure excellence in delivery.

•Technician Development & Training Delivery:

-Assist in organizing and supporting dealer technician recruiting events.
-Promote technician career entry programs, fostering growth opportunities for new and existing technicians.
-Collaborate with the Technical Training Delivery team to align on dealer demand, supporting the development of technical competency for both internal staff and dealership technicians.

•Personnel Development:

-Create a safe employee environment that attracts, satisfies, develops, and retains a competent, empowered, highly motivated, diverse customer-driven team.
-Ensure that team meets training & development targets.
-Conduct Individual Development Plan meetings and ensure implementation.
-Utilize empowerment, coaching & counseling w/actional feedback, team building and process improvements to create a work atmosphere that develops employees to their fullest potential.

•Culture and Truths:

-Role model the Ford OS behaviors (Excellence, Focus and Collaboration) & develop the team to achieve success.
-Promote/embrace work life balance.

You'll have... 
•Proven experience in a fixed operations management role, preferably with automotive OEM.
•Strong leadership skills with the ability to manage and inspire a remote team.
•Excellent problem-solving abilities and a metric-driven approach to performance improvement.
•Exceptional communication and interpersonal skills to build and maintain relationships with dealers, regional management, and other stakeholders.

Even better, you may have...
•Prior automotive dealership field contact experience preferred.
•Commitment to continuous improvement and personnel development.

You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!

 

As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder…or all of the above? No matter what you choose, we offer a work life that works for you, including:

 

• Immediate medical, dental, vision and prescription drug coverage

 

• Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more

 

• Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more

 

• Vehicle discount program for employees and family members and management leases

 

• Tuition assistance

 

• Established and active employee resource groups

 

• Paid time off for individual and team community service

 

• A generous schedule of paid holidays, including the week between Christmas and New Year’s Day

 

• Paid time off and the option to purchase additional vacation time. 

This position is a leadership level 6.
For more information on salary and benefits, click here: https://fordcareers.co/LL6NonHTHD

Visa sponsorship is not available for this position. 

Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.

 

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660.

 

#LI-Hybrid   #LI-KJ1

 

 

 

 

Qualifications:

Proven experience in a fixed operations management role, preferably with automotive OEM. Prior automotive dealership field contact experience preferred. Strong leadership skills with the ability to manage and inspire a remote team. Excellent problem-solving abilities and a metric-driven approach to performance improvement. Exceptional communication and interpersonal skills to build and maintain relationships with dealers, regional management, and other stakeholders. Commitment to continuous improvement and personnel development.

Key Responsibilities:

Leadership & Representation:

Lead and manage the Technical Field Operations team in the Northeast, focusing on enhancing service capability and efficiency. Act as the primary representative for Service Engineering Operations in the New York and Boston regions, establishing a strong presence and building trust with stakeholders. Maintain strong working relationships with local Regional Management, ensuring alignment and consistency of purpose with dealership operations. Act as a liaison to facilitate communication and collaboration between various stakeholders.

Dealer Support & Service Excellence:

Guide the field team in supporting dealerships to improve service performance, focusing on "Fix It Right the First Time" initiatives and repair accuracy. Respond promptly to dealer requests for technical assistance, engineering support on product launches, and quality initiatives, using a process and metric-driven approach to ensure excellence in delivery.

Technician Development & Training Delivery:

Assist in organizing and supporting dealer technician recruiting events. Promote technician career entry programs, fostering growth opportunities for new and existing technicians. Collaborate with the Technical Training Delivery team to align on dealer demand, supporting the development of technical competency for both internal staff and dealership technicians.

Personnel Development:

Create a safe employee environment that attracts, satisfies, develops, and retains a competent, empowered, highly motivated, diverse customer-driven team Ensure that team meets training & development targets. Conduct Individual Development Plan meetings and ensure implementation  Utilize empowerment, coaching & counseling w/actional feedback, team building and process improvements to create a work atmosphere that develops employees to their fullest potential.

Culture and Truths:

Role model the Ford OS behaviors (Excellence, Focus and Collaboration) & develop the team to achieve success. Promote/embrace work life balance.